This page was last updated on May 19th, 2025
Complaints Procedure
At Isca Dental Practice we aim to make your experience with us as pleasurable as possible. However, should you have any complaints, please contact Ellie Chance who will personally deal with your complaint and talk you through our complaint’s procedure.
Email: enquiries@iscadental.co.uk
If a patient makes a verbal complaint to a member of our team, they will note brief details and pass them on to our Practice Manager. If he is unavailable, the details will be passed directly to the Dentist.
You may also contact:
Healthcare Inspectorate Wales
Rhydycar Business Park,
Merthyr Tydfil,
CF48 1UZ
Tel: 0300 062 8163
GDC (dental regulator)
General Dental Council,
37 Wimpole Street,
London,
W1G 8DQ
Tel: 020 7167 6000
Denplan Patients
Simplyhealth Professionals E-mail:
clinicalmediationservice@denplan.co.uk
Tel: 0800 169 7220
At ISCA Dental, all complaints are taken seriously and we aim to ensure that complaints are dealt with effectively and as quickly as possible.
In responding to a complaint, we hope to take the opportunity to provide our patients with the best service that is possible.
Our Practice Manager is responsible for dealing with all complaints.
If a patient makes a verbal complaint to a member of our team, they will note brief details and pass them on to our Practice Manager. If she is unavailable, the details will be passed directly to the Dentist.
Any written complaint, should be addressed to the Practice Manager who will then inform the dental team for their input.
We will acknowledge any complaint in writing and enclose a copy of this complaint policy as soon as possible – normally within 5 working days.
We will seek to investigate the complaint thoroughly and respond in writing within a reasonable period, usually 3 or 4 weeks.
We keep accurate and comprehensive records of any complaint that we deal with.
We aim to acknowledge any such concern within two working days and to respond in full within ten working days. If we cannot fulfill these timescales, we will let you know promptly. In the unlikely event that the practice is unable to deal with any complaint to your satisfaction, you should contact:
Useful contacts and advice
Aneurin Bevan University Health Board,
St Cadocs Hospital,
Caerleon, NP18 3XQ
The Dental Complaints Service (for private care and treatment).
Tel: 02082530800
Email: info@dentalcomplaints.org.uk
Healthcare Inspectorate Wales
Tel: 0300 062 8163
